Engaging Customers as Stakeholders to Enhance Quality Management in Public Institutions- a Case of Kenya Power Company Use of Twitter

Abstract

This study aimed to find out how engaging stakeholders through the use of social media impacted on quality management public institutions. The study mainly focused on Kenya Power Company. Kenya Power Company operates the electricity distribution network in Kenya and works in conjunction with several organizations and partners to realize its objectives. Studies done showed conflicting reports on the role of engagement with customers on social media. Moreover, social media presence didn’t necessarily translate to improved quality. This study therefore sought to find out customer interaction methods on Twitter, examine Twitter analytics of the Kenya Power Company Twitter profile and also assess feedback from customers. The study employed the stakeholder’s theory. A descriptive research design was employed in the study. The target population was Kenya Power Company customers who had at one time or another interacted with the Kenya Power Company twitter handle directly. Out of the 7,500,000 Kenya Power Company customers, a sample size of 240 customers as per Nassiuma’s formula, were interviewed. Data analysis was conducted by using Python programming language to generate figures, graphs and charts that gave insight to answering research questions. A regression equation developed also explained how mechanisms of customer engagement, twitter analytics, and customer feedback played a role in explaining quality management at Kenya Power Company. Respondents revealed the mechanism of engagement, Twitter analytics and customer feedback played an important role in quality management. This was further ascertained in the regression equation where all the independent variables were shown to play a role.